Service Desk Trainee

Bernicia; Ashington; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

28 days leave

Work from home 2 days/wk

Health cash plan

Retail discounts

Generous pension

Supportive team

Job summary

Bernicia is seeking a Service Desk Trainee in the UK to be the welcoming first point of contact for colleagues needing ICT help. You will log, prioritise and update incidents, ask key questions and perform initial troubleshooting to resolve issues, while guiding users on common IT tools.

You will learn from experienced teams, assist with equipment setup and inventory, and help improve Service Desk processes and knowledge resources. This role offers hybrid work with some travel.

Qualifications

• Degree in a related discipline completed.
• Interest in ICT and developing knowledge of Service Desk systems and best practice.
• Some relevant experience or transferable skills gained through employment, education, volunteering or personal projects.
• Basic understanding of common IT systems, software applications and digital devices, with curiosity to learn more.
• Good communication and customer-service skills, including listening and explaining clearly.
• Patient, organised and positive approach to solving problems and supporting colleagues.
• Ability to work collaboratively and know when to escalate guidance.
• Current and valid driving licence and access to a vehicle (business travel)

Responsibilities

• Be the welcoming first point of contact for colleagues needing ICT help.
• Receive, log, prioritise and update incidents and service requests accurately.
• Ask the right questions and carry out initial troubleshooting to resolve ICT issues.
• Provide clear guidance on using common workplace technology (Microsoft 365, laptops, mobile devices, user accounts).
• Escalate more complex issues to experienced colleagues or the Service Desk Supervisor.
• Help prepare and configure equipment and support routine hardware and software inventory.
• Build positive working relationships with colleagues and external contacts.
• Contribute to Service Desk guidance, processes and knowledge articles for consistency.
• Share ideas for improving Service Desk processes and ICT systems.

Skills

Degree interest in ICT

Communication skills

Customer service

Team collaboration

Problem solving

Driving licence

Education

Related degree (completed)

Job description

Service Desk Trainee

Location: Ashington or Durham

Contract: Permanent

Hours: 37 per week

Salary: £25,949 to £28,254 per annum dependent on experience

Closing Date: 23rd October 2026.

About the role

• Be a welcoming first point of contact for colleagues who need ICT help, providing a reliable, friendly and customer-focused service.
• Receive, log, prioritise and update incidents and service requests accurately, keeping colleagues informed throughout.
• Ask the right questions, gather relevant information and carry out initial troubleshooting to help resolve ICT issues.
• Provide clear guidance on the use of common workplace technology, including Microsoft 365, laptops, mobile devices and user accounts.
• Escalate more complex issues to experienced colleagues, technical teams or the Service Desk Supervisor and learn from how they are resolved.
• Help prepare and configure equipment and support routine hardware and software inventory activity.
• Build positive working relationships with colleagues and external contacts across the business.
• Contribute to Service Desk guidance, processes and knowledge articles so that support is consistent and easy to access.
• Share ideas for improving Service Desk processes, ICT systems and the experience we provide to colleagues.

About you

• A recently completed degree in a related discipline.
• A genuine interest in ICT and enthusiasm for developing your knowledge of Service Desk systems, processes and good practice.
• Some relevant experience, learning or transferable skills gained through employment, education, volunteering or personal projects.
• A basic understanding of common IT systems, software applications and digital devices, with the curiosity to learn more.
• Good communication and customer-service skills, including the ability to listen, ask questions and explain information clearly.
• A patient, organised and positive approach to solving problems and supporting colleagues.
• The ability to work collaboratively, take responsibility for your learning and recognise when guidance or escalation is required.
• A current and valid driving licence and access to a vehicle, as travel for business will be required.

The Benefits

• 28 days annual leave (plus bank holidays) for full time employees; pro-rata to part time employees.
• The ability to work from home up to 2 days per week.
• Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. We’ll also cover the costs of including any dependent children in the scheme – up to the age of 21 or 24 if in full time education – that you may have.
• Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
• Generous pension scheme with life insurance.
• A supportive team environment where you can gain practical experience and develop your ICT career.

About us

We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.

We’ve built Bernicia to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.

Looking to grow your career at a company that puts its people first?

Our people are what make us great. Their feedback has recognised us as a Great Place to Work certified employer.

We operate within a set of simple, but effective values, which blend perfectly to create our unique 'Bernicia Way' culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

Please note you will be required to drive for business.

You will therefore be required to hold a current and valid driving licence.

If you’re looking for an opportunity to start or develop your career in ICT while helping Bernicia colleagues deliver great services to our customers and communities, we’d love to hear from you.

Bernicia is fully committed to promoting equal opportunities. We welcome applications from people of all backgrounds and experiences and particularly welcome applicants from groups who are currently under-represented at Bernicia. If you need a reasonable adjustment at any stage of the recruitment process, please let us know and we’ll be happy to help.